• Where does Madison’s water come from?

    Madison drinking water comes from a deep, sandstone aquifer below the city. Groundwater originates as rain or snow which soaks into the ground and is naturally filtered through layers of soil and rock before replenishing the aquifer. Madison's water system consists of 22 wells, 30 reservoirs, and 840 miles of interconnected pipes.

  • I think there's a main break in my neighborhood. What should I do?

    If you notice water bubbling up through a crack in the street, a sudden drop in water pressure, or a complete loss of water, call our 24-hour Emergency Hotline at (608) 266-4667.

  • Why should I conserve water?

    Madison's aquifer is plentiful enough to meet the city's needs and then some, but we shouldn't take it for granted. If the utility has to meet rising customer demand every year to accommodate population growth, we must continually increase pumping and delivery capacity, and we could eventually need to find additional sources of water. Each increase in capacity and supply means increased costs to develop and operate; these, in turn, eventually lead to an increase in customer rates.

  • What is the average water use in Madison?

    People in Madison use an average of 64 gallons of water per person, per day. Our goal is to reduce that number to 58 gallons by the year 2020.

    You can help conserve water by taking advantage of our toilet rebate program and tracking your monthly, daily, even hourly water use online.

    Here's how current average monthly water use breaks down by household size in Madison:

    Number of People Water Used in Gallons  
    One 1,800 to 2,900 Gallons  
    Two 2,900 to 5,000 Gallons  
    Three 5,000 to 7,000 Gallons  
    Four 7,500 to 10,000 Gallons  
    Five 10,000 to 12,500 Gallons  
  • I got an official-looking letter from HomeServe about water service lateral insurance. Are they city-affiliated?

    Homeowners across Madison have been receiving letters from a company called HomeServe USA offering insurance for water service lateral lines (the pipe that runs from the main under the street to a home). However, the company is not affiliated with the City or with Madison Water Utility, and the letters are simply part of a wide-spread sales campaign.

    While it is true that water service line repairs are a homeowner’s responsibility, it’s a good idea to read the fine print before buying any insurance policy. You can also check with your current homeowner’s insurance company to see if lateral damage is already covered by your current policy.

    Some homeowners may have purchased sewer line insurance through a company called Service Line Warranties. That company was selected by the City to sell optional coverage for sewer line service, repair or replacement.

  • Billing & Rates

    • Can I make a bill payment by phone?

      Yes. Call (888) 978-0781 to pay your bill by phone.

      There is a $1.99 processing fee charged by our payment processing vendor for all phone payments.

      • You'll need the Customer Number and Account Number from your bill.
      • Payment types accepted: Credit, Debit, ACH (Checking/Savings Account)
      • Payment limit: $600
      • Processing fee: $1.99
    • How do I open an account or ask questions about my account?

      You may contact our billing office at (608) 266-4641 between 7:30 a.m. and 4:00 p.m., Monday through Friday.

    • How does the Madison Water Utility set its rates?

      Water rates are set by the state Public Service Commission through rate cases in which the utility requests pricing to cover its costs of providing the service.

    • What is the average amount of water people use in Madison?

      People in Madison use an average of 68.5 gallons of water per person, per day. Our goal is to reduce that number to 58 gallons by the year 2020.

      Here's how the current average monthly water use breaks down by household size in Madison:

      Number of People Water Used in Gallons  
      One 1,800 to 2,900 Gallons  
      Two 2,900 to 5,000 Gallons  
      Three 5,000 to 7,000 Gallons  
      Four 7,500 to 10,000 Gallons  
      Five 10,000 to 12,500 Gallons  
  • Water Quality

    • What do I do if my water is discolored?

      Water from Madison's aquifer often contains low levels of naturally occurring iron and manganese, which can accumulate as sediment in water mains. The minerals aren’t considered harmful, but their accumulation over time can cause water to have a slight brown or reddish tint. We regularly flush our water mains in the spring and summer months to push out the sediment, but that action -- or any other disturbance such as fire suppression, a main break, contractor work, or a flow test -- can temporarily stir up the sediment that causes discolored water. If your water becomes discolored, run a cold water tap in the basement at full force until the water clears. Usually it clears in just a few minutes. If it doesn’t, call the utility Water Quality hotline at (608) 266-4654.

    • Why does my water smell like chlorine?

      A small amount of chlorine (generally about 0.3 milligrams per liter) is added at each wellhead to kill any viruses or bacteria that could be present in groundwater. This harmless amount of chlorine helps keep the water protected all the way to your tap. We add chlorine as a gas, which does allow it to dissipate out of the water.  If you are bothered by a slight chlorine smell or taste, you can fill a clean pitcher with cold water, leave the container at least partially exposed to air, and let the water sit.  Most, if not all, of the chlorine will dissipate within 12 hours.  The container can be left on the counter or in the fridge -- the key is to not completely seal the container.

    • What is Madison's “water hardness” and how does it affect me?

      Madison's tap water is considered to be “very hard,” because of the minerals such as calcium and magnesium in the rock formations from which we draw water. This water contains 18-20 grains of hardness per gallon. There are no harmful health effects associated with these minerals (in fact, some believe they are beneficial), but measuring them does provide a guideline as to how water use may be affected. For example, hard water does result in more scale buildup and you need to use more soap and detergents. If you choose a water softener, it's recommended that a separate, unsoftened supply of water be kept for cooking and drinking.  Ion exchange water softeners remove hardness by replacing the calcium and magnesium with sodium salt.
      Also, when you buy a new appliance, such as a dishwasher, the manufacturer often makes reference to water hardness. This is because hard water can cause automatic dishwashers to leave film on dishes and build-up of minerals on mechanical parts. It may also cause washing machines to leave residue on articles of clothing and scales that clog water pipes or foul appliances such as water heaters.

    • If I am on a salt-restricted diet, will the sodium in drinking water hurt me?

      The short answer is no.  For an individual on a restrictive sodium diet who consumed two liters of water daily, the City of Madison’s drinking water would account for no more than 4.7 to 14.1% of the allotted sodium budget, dependent upon the severity of the restriction (1,500 to 500 mg per day).  For more detailed information, click here.

    • Why do we add fluoride to Madison's water?

      We began adding fluoride to Madison's water in 1948 at the direction of the Common Council. The move was part of a city policy to reduce the risk of dental cavities, particularly for children with little access to routine dental care. Madison Water Utility follows the recommendation of the Public Health Madison Dane County (PHMDC) with regard to fluoride levels added to drinking water. In 2014, PHMDC issued an updated policy statement on Fluoridation of Public Drinking Water.

    • Why does drinking water often look cloudy when first taken from a faucet and then clear up?

      The cloudy water is caused by tiny air bubbles in the water similar to the gas bubbles in carbonated soft drinks. After a while, the bubbles rise to the top and are gone. This type of cloudiness occurs more often in the winter, when the drinking water is cold.

    • What is wrong if I smell a rotten egg odor when I run water in the house?

      The smell of rotten eggs indicates the presence of hydrogen sulfide.  The odor originates as sewer gas being displaced from the drain when the tap is run.  A simple test is to fill a glass of water, take it to a room that has no water, and then sniff the water.  If the water no longer has an odor, the drain is the source.  A remedy for cleaning the drain is to pour one-quarter cup baking soda down the drain and follow it with a cup of vinegar.  When the fizzing stops, flush the drain with boiling water. If your tap water has an unusual taste or odor, call the Water Utility at (608) 266-4654.

    • What is the white residue on pots and pans after I boil water?

      Madison tap water is very “hard.” Groundwater sources contain significant amounts of calcium and magnesium hardness, and Madison is no exception.  The minerals in the water leave a conspicuous white residue or spots when water is boiled or evaporates.  This residue is primarily calcium and is not harmful to human health.  Even if you have a water softener, in most homes the kitchen cold water tap is plumbed to receive unsoftened water that still has calcium and magnesium.

    • How do you make sure my water safe to drink?

      Madison Water Utility’s testing team conducts more than a thousand tests every month to continuously monitor quality and safety. Our water more than meets strict Federal and State drinking water standards and complies with the Safe Drinking Water Act.

      For more information, call our Water Quality Department at (608) 266-4654.

  • Water Wagon

    • How does the Water Wagon work?

      The Water Wagon is a fresh water system, not a tank. We hook it up directly to approved hose bibs at parks and other areas throughout Madison. The water is then cooled inside the wagon and comes out of the taps cold, fresh and ready to quench thirsts!

    • How do I request the Water Wagon at an event I am organizing?

      Fill out a Water Wagon Request Form and submit it to us at least two weeks before the event. Event requests are evaluated and approved based on the availability/proximity of a water source, staff availability, and the event's expected attendance, mission, and promotions.

    • What is the cost to use the Water Wagon?

      Bringing the Water Wagon to an event is considered an in-kind sponsorship, as Madison Water Utility does incur costs to maintain, set up and staff the Wagon. In exchange for our bringing the Water Wagon to events, Madison Water Utility must be included as a sponsor on all event promotional materials. To request a logo for promotional materials or to find out more information, contact water@madisonwater.org.

    • Who is permitted to use the Water Wagon?

      The Water Wagon is intended to be used at outdoor events within the Madison Water Utility service area.

    • What do I need to provide while the Water Wagon is at my event?

      Organizations should provide any desired water vessels, such as biodegradable cups, refillable water bottles, etc.

      In addition, any organization requesting the Water Wagon must agree to comply with the following:

      • Our staff must have easy/clear access to the site location.
      • The Water Wagon cannot be dropped off the night before or left unattended at any time.
      • In an emergency or inclement weather situation, we have the authority to cancel the Water Wagon's participation at an event.
    • We are interested in building a Water Wagon. Can we get plans or talk to the staff members who designed and built it?

      The Water Wagon is Madison Water Utility's own original design and includes proprietary components and details. Please contact us if you're interested in building your own.

    • Can the Water Wagon be hooked up to a fire hydrant?

      Hydrants are installed for fighting fires, and water delivered from them is considered non-potable. The Water Wagon cannot use fire hydrants as a water supply.